Some of our “Unengaged contacts” have moved on to other companies and we haven’t been notified. Once we update their email in HubSpot to their current email will they still be included in the unengaged list and therefore not receive our emails? Is there an easy way to get around this?
Hi @lexnicole ,
If they have moved on to other companies, I would create them as a new contact with the new email and associate to the new company so that you can engage with them and not have to worry about the previous unengaged contacts list.
With that said, there are differing opinions on how to handle these - once you’ve emailed and they have engaged, technically you could merge the old contact into the new, but then the timeline activity for their old company would be merged with the new.
I think it really comes down to how much of their old data do you need and how important is it to you that the two contact records are connected.
Hi @lexnicole,
Whether a contact is unengaged or not is based on the “Sends since last engagement” property. Like many other marketing email related properties, these are tied to the contact’s email address – meaning that if you make another email address the primary email address, it will reset:
When contacts move on to another company, there are different opinions on how to handle this, I shared mine here before. Personally, I’d recommend creating a new contact record as the majority of their engagement was related to their role at the previous company. (Or in other words, I wouldn’t rely on segmenting or automating based on the earlier information as it might not be accurate to their new situation.)
To keep the “link” between the old and new, I’d pin a note to the top of each contact record that includes a link to the other contact record, for easy reference.
I’d also make sure that the old email address isn’t being included in any marketing or sales activity anymore, either by putting it on a suppression list or opting it out of email communication – to avoid a hard bounce.
Hope this helps!
Thank you so much! This answered my question perfectly!